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Customer Service Manager

Location:
Fort Lauderdale, Florida, 33301, United States
Posted:
March 07, 2011

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MICHAEL J. RADOVANOVIC

*** ** *** ***

Fort Lauderdale, FL 33301

847-***-****

abhrr1@r.postjobfree.com

Summary of Qualifications

Information Technology & Technical guru experienced in the deployment of technology to meet global markets and internal

customer needs, as well as complex technology management and integration in a multi-platform development and processing

environment.

Core Competencies

Client/Server Systems Security Creative problem solving

Performance Tuning Efficiency improvements

Data integrity, recovery & security Root cause analysis

Logistics Customer Service

Professional History

MicroTrain Technologies, Lombard, Illinois 10/2010

03/2011

IT Support

- Provided networking/desktop support to company faculty and students on-site and remotely using LogMeIn,

GoToAssist, and other remote desktop/VNC software.

- In charge of updating computer Operating System, Pearson Vue & Prometric student testing center security patches.

- Performed reimaging of company computer software using Norton Ghost reimaging software.

- Performed data entry duties with Microsoft Excel.

- In charge of editing and updating company CRM information.

- Maintained company asset.

Michael J. Radovanovic Page 2

- Maintained computer files.

- Assisted with customer calls at the front desk.

- Other IT related duties as assigned by upper management.

- Key Contributions:

- Earned commendations for teamwork, flexibility and work excellence in providing IT support to students and faculty.

- Dealt with diverse customers on a constant basis, promoting my excellent communications and customer service skills.

- Voluntarily assumed expanded responsibilities.

- Ensured smooth transition for colleagues and clients during the absence of the Operations Manager and IT Manager.

- Technologies used:

- Norton Ghost reimaging software; Microsoft Office 2007 software suite; Microsoft Windows XP Professional;

Microsoft Windows 7; Microsoft Windows Server 2008 R2; Microsoft SharePoint; LogMeIn Remote Desktop services;

DameWare Mini Remote Control remote desktop services; Adobe; Kaspersky Anti-virus software; Active Directory;

Group Policy.

21st Century Business Communications, Inc., Chicago, Illinois 05/2008

06/2010

PC Technician

- Handled technical troubleshooting within an enterprise environment, including system crashes, slow-downs and data

recoveries.

- Engaged and tracked “Priority 1” issues, with responsibility for the timely documentation, escalation (if appropriate),

resolution and closure of trouble tickets.

- Entrusted to work and uphold protocol within corporate office by handling late accounts assertively and effectively.

- In charge of setting up new PC & Mac desktop computers for client & marketing use.

- Handled 30+ technical/mission-critical calls daily and consistently met high service standards.

- Updated computer Operating System software security patches.

- Diagnosed networking problems.

- In charge of maintaining computer data integrity.

- Other IT related duties as assigned by upper management.

- Key Contributions:

Michael J. Radovanovic Page 2

- Worked with team members to develop and maintain an IT asset control system to keep track when IT assets needed to

be upgraded or replaced.

- Technologies used:

- Microsoft Office 2007 software suite; Microsoft Windows XP Professional; Microsoft Windows 7; Microsoft Windows

Server 2008; GoToAssist Remote Desktop services; Adobe; Kaspersky Anti-virus software; Active Directory; Group

Policy; IIS; Norton Ghost reimaging software.

-

Education

ITT Technical Institute, Mount Prospect, Illinois

December 2011

Technical Proficiencies & Certifications

Security Anti-Virus & Internet Security Tools (Norton, Symantec, Ghost, etc.)

Technologies:

Systems: Microsoft Windows (NT, 2000, XP, Vista, 7, Server 2003/2008); Apple Mac OS; Unix-Based

Systems (Linux, BSD); Blackberry Mobile operating systems support; Android OS Support,

Apple iPhone support.

Networking: LANs, WANs, VPNs, Routers, Firewalls, TCP/IP

Hardware: Hardware troubleshooting skills; Custom workstation builds and deployment; Patch

panel/Cable management

Software: MS Office 2003/2007 (Word, Excel, Outlook, Access, PowerPoint, Visio); VMware; Adobe

products; Open Office.

Certifications: CompTIA A+

Other: Sales; Data entry/Logistics; Customer service.



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